Mastering Conflict in Strata Management
- Shiv Martin
- Apr 30
- 4 min read
Updated: May 6
If you're a strata manager, you already know that conflict is part of the job. Whether it's a dispute over levies, building repairs, or long-standing tensions between owners, conflict can derail progress, strain relationships, and increase stress levels—for everyone involved.
But it doesn’t have to.
Handled well, conflict can lead to greater clarity, stronger relationships, and a more cohesive community. That’s why I created A Guide to Conflict Resolution for Strata Managers—a practical, accessible booklet designed to support you in navigating the everyday challenges of community living, while maintaining calm, confidence, and control.
In this blog, I’ll share key strategies from the guide—along with case studies, practical tips, and an invitation to download your own full copy at the end.
Communication First: The Foundation of Conflict Management
Conflict resolution always begins with communication. Not the “box-ticking” kind—real communication. The kind that listens, reflects, and responds.
Great communication in strata management isn’t just about meeting minutes and email updates. It’s about the tone you set, the way you listen, and how you create space for people to express concerns respectfully.
Top tools to keep in your communication kit:
Self-awareness about your own tone and style
Active listening that goes beyond the words
“I” statements to reduce defensiveness and foster cooperation
Conflict Is Not the Enemy—Inaction Is
In strata settings, ignoring conflict allows it to fester. The earlier you respond, the more constructive the outcome.
Here’s what proactive conflict management looks like:
Recognising early warning signs (e.g. passive-aggressive emails, disengagement)
Identifying whether the root issue is procedural, emotional, or substantive
Engaging in collaborative, interest-based problem-solving
Handling Challenging Behaviours Without Burning Out
We’ve all been there—facing down aggressive emails, disruptive meetings, or escalating frustration. As a mediator, I’ve supported countless strata managers through these moments. The key isn’t just staying calm. It’s about managing your own response, setting respectful boundaries, and empathising without absorbing.
Strategies that help:
Regulate your own responses—stay grounded
Acknowledge emotion without fuelling it
Set boundaries that protect psychological safety for all involved
These are emotional intelligence skills—but they’re also survival tools in conflict-heavy roles.
Applying the CURE Framework to Strata Disputes
My CURE framework is a structured approach that strata managers can use to guide difficult conversations:
C – Clarity of role and process: Define what’s in scope, set expectations, and be transparent about what you can and can’t influence.
U – Understanding before responding: Slow down. Ask open questions. Meet with individuals privately if needed to truly understand what’s going on.
R – Responding, redirecting, and reality testing: Shift the conversation towards solutions and test whether proposals are realistic and fair.
E – Empowering and ending: Give people tools to manage future challenges, and end the process with clarity and confidence.
This approach doesn’t just resolve disputes—it builds long-term trust and capability in the communities you manage.
Some strata disputes go beyond what a manager should (or can) handle—especially when emotions run high or trust has broken down.
Bringing in a neutral, accredited mediator allows you to:
De-escalate entrenched conflict
Protect your impartiality
Save time and emotional energy
Achieve more durable outcomes
I’ve supported many strata communities where external facilitation helped shift the conversation from hostile to hopeful. It’s not a failure to ask for help—it’s a mark of effective leadership.
Self-Care Isn’t Optional—It’s Essential
Strata managers are exposed to frequent, low-level conflict, and over time, it takes a toll.
To protect your wellbeing, try this:
Set boundaries around your time and availability
Debrief with trusted peers or supervisors
Use journaling or supervision to process emotional responses
Practice reflective journaling or engage in mental health supervision
You can’t lead others through conflict if you’re constantly depleted. Support yourself as you would your community.
Final Thoughts: Be the Calm in the Conflict
Managing conflict in strata communities isn’t about having all the answers. It’s about showing up with confidence, curiosity, and clarity. You don’t have to do this alone.
Whether you’re dealing with levy disputes, building repairs, or strained relationships, having the right framework makes all the difference. With the right tools—and a little support—you can turn conflict into clarity, and disputes into stronger communities.
Want the Full Guide?
I’ve put together a practical, free downloadable booklet packed with insights, strategies, and real-life case studies tailored specifically for strata managers.
👉 Download A Guide to Conflict Resolution for Strata Managers here Frequently Asked Questions (FAQ)
1. How can strata managers prevent conflict before it escalates? By recognising early signs, setting clear expectations, and creating a culture of open communication.
2. What should I do when emotions run high in meetings? Stay calm, acknowledge the emotion without escalating it, and set clear ground rules for respectful dialogue.
3. When should I bring in a professional mediator? When the conflict is deeply entrenched, involves legal or power issues, or when impartiality is compromised.
4. Can I use the CURE framework for any kind of dispute? Yes. It’s designed for flexibility and can be used with owners, contractors, tenants, and committees.
5. How do I care for myself while handling constant conflict? Set work-life boundaries, access professional supervision or peer support, and prioritise your physical and emotional health.
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Shiv Martin is a nationally accredited mediator, practicing solicitor, conciliator, decision-maker, and certified vocational trainer. With extensive experience in complex dispute resolution, stakeholder engagement, and team building across business, community, and governmental sectors, Shiv brings over a decade of unique and diverse expertise in Law, Management, Vocational Education, and Mediation.
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